Questions? Answers.
How does pricing work?
Pricing is based on the number of survey responses you collect. No per-seat fees, no implementation fees, no professional services line item, no separate charge for AI follow-ups. We price on responses because responses are where the value is. If we aren't getting you good answers, we haven't earned it. And we use tiers rather than a straight per-response rate on purpose: you shouldn’t have to think twice about sending the next survey due to costs.
Do we have to replace our current survey platform?
No. Most customers don't start there, but they do end there. Legacy platforms are hard to rip out. They're even harder to extend. Teams sit on a survey program they don’t get useful answers out of because changing the program needs a professional services engagement, a dev ticket, and a quarter of lead time. So start with the ask your current platform can't do. One program, one use case, running alongside whatever you have today. Nothing to migrate or shut off. You can fully switch at legacy renewal.
What can Unwrap do that our current survey tool can't?
Three things, and they all come from the same place: we started with the analysis, not the form. Trigger research on meaning, not events. When new feedback lands in a group you care about, e.g. a specific complaint about checkout, Unwrap can automatically survey the people in it. Other tools can trigger off a discrete event if you build the webhook. None of them can trigger off what a customer actually said, because none of them have your unstructured feedback. Ask the follow-up you would have asked. Keep questions short and high level, and the AI chases whatever path the customer takes. "I want better colors" adds "because these colors are all boring, we want something brighter and patterned." Land the answers in context. Responses flow into Unwrap next to your support tickets, reviews, and social. No exports, no stitching. Your survey data makes the analysis sharper, and the analysis tells you what to ask next.
Our response rates are already bad. Why would this be different?
Most survey providers treat response rates like a delivery problem. They’re not. They’re a relevancy problem. Unwrap surveys let you target the right person with the right questions at the right time. Customers get relevant questions they care to answer, in a timely manner, with AI follow ups to guarantee depth. You get detailed feedback you can act on. That action begets customer trust and more feedback. Teams running this playbook see an 83% boost in useful qualitative feedback over esponses than they got from a static open-text box.
How long until we're live, and what do we need from engineering?
For email and link surveys, nothing. Build the survey, swap our URL into the email platform you already use, done. Teams go from first look to a live survey in days. On-site intercepts need one script installed once. After that, targeting and launching new surveys, sampling, formatting, or other customization, is self-service with no dev ticket per study. Everything is self-configurable, and we're on the hook for helping you, not for billing you to do it.
Where do the responses actually go?
Into Unwrap, alongside every other source of feedback you have. Responses are categorized and grouped the moment they land, so you get themes and trends, not a spreadsheet. Of course, you can export to a spreadsheet if necessary. If you're already an Unwrap customer, Surveys is additive on day one. If you're not, you get the analytics layer for the surveys you run with us.
How do you handle PII and security?
We offer PII redaction out of the box. Text passes through PII redaction before it's stored. We keep the redacted version and permanently destroy the un-redacted one. Surveys can be run anonymously, in which case respondent identity is not exposed in the product.
